Problem Solving And Communication Flashcards
How do you facilitate effective communication (3)
Arranging
Positioning
Posturing
What the the 3 elements for arranging the environment for effective communication
Eliminating distractions
Adding attractors (private, comfort, ect)
Enhancing the environment to facilitate communication
What are the 3 elements for positioning for effectiveness and safety
Distancing far enough to be safe, close enough to see and hear
Facing squarely
Looking directly at people to demonstrate confidence and attentiveness (while keeping the cultural context in mind)
What are 3 elements for posturing for effect and control
Standing or sitting erect to chow strength and confidence in oneself
Eliminating distracting behaviors that interfere with focusing on what is important
Leaning forward slightly to show that you are interested and concerned
What are the 4 types of verbal appeal
Ethical
Rational
Practical
Personal
What are the 4 elements of ethical appeal
Based upon position as a professional officer
Assures other personal
Persuade others of your desire for s positive outcome
This appeal is useful when dealing with people who are upset and highly emotional
What are the 4 elements of rational appeal
Based on use of reasoning
Appeal to common sense, good judgement, or community standards
Show that solution is reasonable and most likely to produce results
This appeal is valuable when dealing with people having a strong sense of right and wrong
What are the 5 elements of practical appeal
Based on an urgent need to change a particular circumstance
Ignores long-term consequences
It is a short terms solution
Adapt yourself and persuade the other person that you are like them
Based on the beliefs and value system of the person
What are the 3 elements of personal appeal
Based on addressing persons needs and desires
Set aside own personal values
This type of appeal works well with headstrong people who insist on getting their own ways
What are the 3 tools in redirecting someone behavior using verbal judo
Listen
Empathize
Ask
What are the 3 points in listening
Sort the real problem from the symptoms of the problem
Determine priorities you must respond to
Determine context of the event
What are the 2 points in empathizing
Understand the other persons state of mind
See through the eyes of the other person
What are the 12 points of asking
Use questions to gain control by causing others to report to you
Questions direct attention away from the problem
Buys time
Demonstrates concern
Paraphrase
Repeat what you have learned in your own words
Forces other person to stop talking and listen
Helps to ensure that the officer understands the situation
Summarize
Allows officer to conclude the situation
Ofc provides the bottom line
States the resolution clearly
What is the goal distance when communicating with someone
Between 18 in and 3 ft
What is the typical distance someone in the criminal justice field allows to react to danger
3.5 feet
What is the definition of critical thinking
The intellectually disciplined process of actively and skillfully conceptualizing, applying, analyzing, synthesizing, and:or evaluating info gathered from or generated by observation, experience, reflection, reasoning, or communication as a guide to belief and action
What is the definition of community policing
A policing philosophy that promotes and supports organizational strategies to address the causes and reduce the fear of crime and social disorder through problem solving tactics and community-police partnerships
What are the essential aspects of critical thinking (6)
Disposition Criteria Argument Reasoning Point of view Procedures for applying criteria
Explain disposition
Critical thinkers are skeptical, open-minded, value fair-mindedness, respect evidence and reasoning, respect clarity and precision, look at different points of view, and will hanger positions when reason leads them to do so
Explain criteria
To think critically you must apply criteria
Need to have conditions that must be met for something to be judged as believable
Some standards apply to all subjects
Explain argument
A statement or proposition with supporting evidence
Critical thinking involves identifying, evaluating, and constructing arguments
Explain reasoning
The ability to infer a conclusion from one or multiple premises. To do so requires examining logical relationships among statements or date
Explain point of view
Way one views the world, which shapes one’s construction of meaning.
In a search for understanding, critical thinkers view phenomena from many points of view
Explain procedures for applying criteria
Other type of thinking use a general procedure
What are the 4 typical reasons for errors in reasoning
Person fails to observe and use all the relevant facts of a problems
Person fails to approach the problem in a systematic step-by-step manner (jumping to conclusions)
Person fails to spell out relationships fully
Person is sloppy and inaccurate in collecting info
What are the 4 steps in SARA
Scanning
Analysis
Response
Assessment
Explain Scanning
ID a cluster of similar, related or recurring incidents through a review of info
Explain Analysis
Use of several sources of into to determine why a problem is occurring, who is responsible, who is affected, where the problem is located, when it happens and what form the problem takes
Explain Response
The execution of a tailored set of actions that address the findings of the problems from the analysis.
What are the 3 things to focus on in the response
Preventing future occurrences by deflecting offenders
Protecting likely victims
Making crime locations less conducive to problem behaviors
Explain the assessment
The measurement of the impacts of the responses on the targeted crime/problems
What 3 elements are needed for the crime triangle
Offender
Location
Victim
What are 12 aspects of problem-oriented policing agencies?
Focus on problems of concern to the public
• Zero in on effectiveness as the primary concern
• Be proactive
• Be committed to systematic inquiry as first step in solving substantive problems
• Encourage use of rigorous methods in making inquiries
• Make full use of the data in police files and the experience of police personnel
• Group like incidents together so that they can be addressed as a common problem
• Avoid using overly broad labels in grouping
• Encourage a broad and uninhibited search for solutions
• Acknowledge the limits of the criminal justice system as a response to problems
• Identify multiple interests in any one problem and weigh them when analyzing the value
of different responses
• Be committed to taking some risks in responding to problems
What % of an ofc’s duties involve verbal skills
97
What % of PD contacts require physical force
3
What % of the time is a message received due to content?
7
What % of the time is a message received due to voice
33
What % of the time is a message received due to non-verbals
60
What % of the time is a message received and interpreted based on HOW it’s said not WHAT is said
93
What are the 3 elements an ofc must recognize about a problem?
Analyze and identify the problem
Enables an officer to plan an approach
Problems often change as confrontation progresses
What are the 4 elements an Ofc must recognize when it comes to audience?
Everyone encountered is part of the audience
How is the audience reacting? Examples: receptive, hostile, critical, etc.
Read audience and adapt tactics appropriately
If person has a friend in the audience you may try to enlist their help - ask the
friend to help reason with and persuade the person to follow the officer’s orders
What are the ethical presences? (4)
An expression of self-control.
Use words to state purpose, not to express personal feelings.
Maintain professional attitude.
Anything perceived as hasty, irrational, or unfair, makes an officer seem
unethical.
What are the 2 professional ways an ofc must use use of force
Selective
Appropriate
